CONTACT CENTER RESOURCE SUBSCRIPTION NOTIFICATION

• US 20080120125A1
• Filed: 05/29/2007
• Published: 05/22/2008
• Est. Priority Date: 11/17/2006
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Chavez, David L.
• Application Number:
  US11/754,636
• Publication Number:
  US 20080120125A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 3/42357 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A contact center is provided that includes an input operable to receive work items 204a-w, a work item processing agent 200 to populate work item containers 212a-i with information respecting the received work items, and a notification agent 216 to notify subscribing entities of state changes in the work item containers. The processing agent transfers work items to a subscribing entity when requested by the subscribing entity via a subscription notification comprising an applet or serve-let.

Claims

1. In a contact center comprising a plurality of work item containers, each work item container associated with a respective work item to be serviced and including information associated with the respective work item, and operating such that, when a state of a selected work item container changes, a set of entities that subscribed to be notified of a state change in the selected work item and/or corresponding work item container is determined, and each of the members of the set of entities is notified of the state change by a subscription notification, an improvement comprising the subscription notification including an applet that is downloaded onto at least one entity corresponding to a resource, the at least one entity being a computational device and the applet interacting with the resource to assist the resource (a) in selecting the work item and/or work item container referenced in the subscription notification for servicing and/or (b) in servicing of the selected work item andor work item container.

2. The method of claim 1, wherein the applet provides the resource with at least some of the following information for the work item and/or work item container referenced in the subscription notification:

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact.

3. The method of claim 1, wherein the applet comprises a link to the work item container referenced in the subscription notification.

4. The method of claim 1, wherein the applet comprises at least one of an address and link to a hosted query engine operable to prompt the resource for what further information to get from a customer associated with the work item and/or work item container referenced in the subscription notification, instruct the resource how to respond to questions and answers received from the customer, and/or provide the resource with an interface to provide the hosted query engine with information received from the customer.

5. The method of claim 1, wherein the applet comprises a mechanism for the resource to prompt the customer for information and/or requests and input the information and/or requests into a database of the contact center without the need of a secondary link to cause an associated action by the resource or another resource on a computer terminal of the contact center.

6. The method of claim 1, wherein the applet provides the resource with information sufficient for the resource to service the selected work item without the need of a secondary link for data for retrieval or update.

7. The method of claim 1, wherein the applet comprises instructions in the form of a graphical user interface display having fields that are populated by the resource when servicing the selected work item and/or work item container referenced in the subscription notification.

8. The method of claim 7, wherein the populated instructions are pushed back to a contact center server, the contact center server then updates a contact center database with the populated fields and wherein the at least one communication device of the resource is not a part of an enterprise network maintained by the contact center.

9. A computer readable medium comprising processor executable instructions for performing the steps of claim 1.

10. In a contact center comprising an input operable to receive work items, a work item processing agent operable to populate work item containers with information respecting the received work items, and a notification agent operable to notify subscribing entities by a subscription notification of state changes in the work item items and/or work item containers, the processing agent transferring work items to a subscribing entity when requested by the subscribing entity, an improvement comprising the subscription notification including an applet that is downloaded onto at least one entity corresponding to a resource, the at least one entity being a computational device and the applet interacting with the resource to assist the resource (a) in selecting the work item and/or work item container referenced in the subscription notification for servicing and/or (b) in servicing of the selected work item and/or work item container.

11. The contact center of claim 10, wherein the applet provides the resource with at least some of the following information for the work item and/or work item container referenced in the subscription notification:

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact.

12. The contact center of claim 10, wherein the applet comprises a link to the work item container referenced in the subscription notification.

13. The contact center of claim 10, wherein the applet comprises at least one of an address and link to a hosted query engine operable to prompt the resource for what further information to get from a customer associated with the work item and/or work item container referenced in the subscription notification, instruct the resource how to respond to questions and answers received from the customer, and/or provide the resource with an interface to provide the hosted query engine with information received from the customer.

14. The contact center of claim 10, wherein the applet comprises a mechanism for the resource to prompt the customer for information and/or requests and input the information and/or requests into a database of the contact center without the need of a secondary link to cause an associated action by the resource or another resource on a computer terminal of the contact center and wherein the applet provides the resource with information sufficient for the resource to service the work item and/or work item container referenced in the subscription notification without the need of a secondary link for data for retrieval or update.

15. The contact center of claim 10, wherein the applet comprises instructions in the form of a graphical user interface display having fields that are populated by the resource when servicing the work item and/or work item container referenced in the subscription notification, wherein the populated instructions are pushed back to a contact center server, the contact center server then updates a contact center database with the populated fields, and wherein the at least one communication device of the resource is not a part of an enterprise network maintained by the contact center.

16. In a contact center comprising a plurality of work item containers, each work item container associated with a work item for servicing and including information related to the respective work item, and operating such that, when a state of a selected work item container changes, a set of computational entities that subscribed to be notified of a state change in the selected work item is determined, and each of the members of the set of entities is notified of the state change by a subscription notification, an improvement comprising:

in response to a resource selecting for servicing a work item described in a subscription notification, downloading an applet onto at least one communication device of the resource; and

the applet thereafter interacting with the resource, during servicing of the selected work item, to assist the resource and/or collect information from the resource.

17. The method of claim 16, wherein the applet provides the resource with at least some of the following information for the work item:

contacting customer identity, customer type, work item intent or purpose, customer personal information, customer transaction history, work item browser history, customer order details, customer contact mode, timestamp, work item priority, expected wait time, actual wait time, predicted wait time, identification of at least one other switch location having resources that may be able to receive the waiting work item, a Universal Resource Locator or URL associated with the work item, and a pointer to the current location of the contact and wherein the applet comprises a link to the work item container associated with the work item.

18. The method of claim 16, wherein the applet comprises at least one of an address and link to a hosted query engine operable to prompt the resource for what further information to get from a customer associated with the work item, instruct the resource how to respond to questions and answers received from the customer, and/or provide the resource with an interface to provide the hosted query engine with information received from the customer.

19. The method of claim 16, wherein the applet comprises a mechanism for the resource to prompt the customer for information and/or requests and input the information and/or requests into a database of the contact center without the need of a secondary link to cause an associated action by the resource or another resource on a computer terminal of the contact center.

20. The method of claim 16, wherein the applet comprises instructions in the form of a graphical user interface display having fields that are populated by the resource when servicing the selected work item and wherein the populated instructions are pushed back to a contact center server, the contact center server then updates a contact center database with the populated fields.

21. The method of claim 20, wherein the at least one communication device of the resource is not a part of an enterprise network maintained by the contact center.

22. A computer readable medium comprising processor executable instructions for performing the steps of claim 16.